Own post-adoption commercial activity for an assigned customer portfolio, including upsell, cross-sell, renewals, pricing discussions, negotiations, forecasting, and contract execution. Partner with Customer Success and Retention teams to align commercial actions with customer health and outcomes. Track expansion and renewal pipelines, improve forecast accuracy, identify revenue patterns, and help develop scalable renewal and upsell processes.
Upsell Account Manager (US)
Department: Customer Experience (Account Management & Revenue Expansion)
Reports to: Senior Manager – Account Management, Customer Success & Retention
Role Type: Individual Contributor
Location: Remote (US-Based)
Employment Type: Full-Time
Overview
As we scale, expansion and renewal revenue are strategic pillars of growth. Upsell, cross-sell, and renewals are expected to contribute meaningfully to overall sales efficiency, with upsell targeted to drive ~30% of total sales revenue and support Net Revenue Retention (NRR) above 100%.
We are seeking a highly driven, data-informed, and consultative Upsell Account Manager who will own the commercial lifecycle of existing customers, working in close partnership with Customer Success and Retention teams.
This role owns the post-adoption commercial motion — managing renewals, identifying expansion signals, leading value-based upsell conversations, and closing expansion and renewal deals aligned to real customer outcomes.
Why This Role Matters
In modern SaaS businesses, NRR is driven by two levers:
- Customers who renew because value is delivered
- Customers who expand because value grows
This role ensures both happen with discipline and intent.
You will be accountable for:
- Expansion ARR
- Renewal execution
- Commercial contribution to keeping NRR above 100%
While Customer Success owns health and value delivery, this role ensures commercial moments are executed cleanly, confidently, and on time.
Key Responsibilities
1. Expansion & Renewal Revenue Ownership
- Own upsell, cross-sell, and renewal execution across an assigned book of customers
- Drive expansion motions that contribute ~30% of overall sales revenue
- Manage renewal timelines, pricing discussions, and contract execution
- Partner closely with Customer Success and Retention Managers to ensure renewals are aligned to customer health
Expectation: Clear ownership of revenue outcomes without duplicating CS responsibilities.
2. Value-Based Upsell & Commercial Renewal Conversations
- Lead consultative upsell and renewal discussions grounded in:
- Product usage and adoption data
- Customer outcomes and maturity
- Commercial value and ROI
- Confidently position renewals and upgrades as continuations of value, not administrative events
- Manage objections and negotiations professionally and transparently
3. Partnership with Customer Success & Retention
- Work in lockstep with:
- Customer Success Managers (health, adoption, value realization)
- Retention Managers (risk mitigation, save plays)
- Avoid selling into unhealthy or high-risk accounts without CS alignment
- Ensure smooth handoffs post-upsell and post-renewal
Guardrail: This role does not own customer health plans or churn saves — it owns the commercial execution.
4. Pipeline, Forecasting & Renewal Discipline
- Maintain a clean and accurate pipeline covering:
- Expansion opportunities
- Upcoming renewals
- Forecast renewal and expansion ARR with high confidence
- Track close plans, renewal risks, and commercial blockers
- Provide visibility into NRR drivers and gaps
5. Insights, Strategy & Process Building
- Identify patterns across renewals and upsells to inform:
- Packaging and pricing strategy
- Expansion triggers
- Renewal timing and playbooks
- Help build repeatable renewal + upsell processes as the business scales
Success Metrics (KPIs)
- Expansion ARR generated
- Upsell contribution to total sales revenue (target ~30%)
- Renewal rate across managed accounts
- Net Revenue Retention (NRR > 100%)
- Upsell + renewal forecast accuracy
- Post-renewal and post-upsell customer satisfaction
What Success Looks Like
- Renewals are predictable, on-time, and value-aligned
- Expansion revenue is consistent and repeatable
- NRR remains above 100% quarter over quarter
- Customers experience renewals as a natural continuation of value
- CS and Retention teams trust this role to handle the commercial layer
Who Thrives in This Role
This role is ideal for someone who:
- Is comfortable owning both expansion and renewal revenue
- Respects Customer Success ownership of relationships and health
- Is confident leading commercial conversations without being transactional
- Uses data to drive urgency and decision-making
- Is accountable, disciplined, and outcome-oriented
- Thinks in terms of NRR, not just deals
Compensation & Benefits
- Competitive base salary
- Quarterly bonus tied to upsell and renewal performance (based on % of revenue generated)
- Medical, dental, and vision coverage
- 401(k) with company match
- Direct exposure to leadership on pricing, packaging, and growth strategy
Budget : $63,000-$70,000 (OTE $80,000-$85,000)
The base pay range for this role is $63,000 – $70,000 per year.
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